Freshchat Reviews & Product Details

I appreciate the comprehensive 360-degree view of support needs.

Sometimes, the support is frustratingly slow, which I dislike.

Freshchat is solving our customer communication challenges by providing real-time support and increasing engagement, resulting in improved customer satisfaction and retention

The service is super streamlined and easy to use. I use it at a every-day frequency. There's no confusing menus, no excessive number of features, and everything looks organized and neatly positioned. I rarely encounter issues with the service, and whenever it has happened, the developer and customer support team is always quick to fix it.

The occasional outages. They happen every now and then, but I feel that's to expect with any online service.

I'm able to asisst the customer in a quick and easy manner since the service provides a lot of the info I need for me.

I like the use of AI to assist in paraphrasing and summarizing conversations. Works great and doesn't hog down the system resources. I like that I am able to use it for different channels, and thus helping our customers in the most efficient way.

The implementation for the notifications system isn't great, and having to open a separate tab for the notifications center to be able to actually hear them is troublesome.

We switched to Freshchat along with Freshdesk from Kustomer. The transition has been great and flawless, and we use Freshchat as our main customer support tool. It provides us with excellent tools to address all of our customers' issues, inquiries, as well as the reliable means to communicate back with them.

As a frequent user of Freshchat, I have experienced its fabulous ease of use and versatile customer support capabilities. Its become an essential tool for me in providing exceptional customer experiences. Implementation of the freshchat seems easy-peasy Describing some of its features like Multi channel engagement, AI-powered chatbots, journey builder, customer contex, robust analytics, chat widget customisation etc... These features makes it first choice of any business. As of now I am using it quite frequently as it helps me to connect me fast with my clients. So KUDOS for that 😃

Freshchat provides a comprehensive customer engagement solution, but there are noteworthy considerations to bear in mind. Certain pricing plans may pose financial challenges for some users. While the platform offers advanced features, there may be a learning curve for their full utilization. Integrating Freshchat with existing systems could be complex for some businesses. Over-reliance on chatbots could potentially affect the personal touch of customer interactions. Effective management of multi-channel interactions may require dedicated resources. These aspects should be factored into business assessments of the platform.

As an international business, catering to clients in different time zones can be challenging. With Freshchat's auto-answer feature, I no longer worry about missing inquiries when I am away. Its like having a reliable virtual assistant that ensures our clients receive timely responses, enhancing our customer service and global presence

Freshchat's user-friendly interface, real-time chat, and powerful automation simplify customer communication for an efficient and personalized experience.

The recent developments, number of status while closing ticket, etc.

Streamlining customer communication. It ensures prompt responses, automates processes, and gathers insights, enhancing our support efficiency. This leads to quicker issue resolution, improved customer satisfaction, and a more agile and responsive support system. And giving a mobile app for our people to respond.

It is the fastest way to commincate with our customers.

Sometimes report does not get load according to the custom range

It is giving us maximum customer satisfaction. Really helpful in making our customers satisfied.

FreshChat is very user friendly. It is easy for our patient's to use as well as the staff. It is helpful that it allows us to see when the patient has read the message.

The one thing that would be helpful would be a section off to the side where we can add important notes on the patients for quick refrences. That would be helpful!

Freshchat will autoreslve some chats that need closed right away without us needing to look at it. That filters alot of the chats out and we can get to the others easier.

It's free to try and can be integrated with your webpage. A lot of automation can be added, let it be an initial response, collecting details when the agent is not available, bot suggestions, resolving and creating or merging with an existing one, etc

Auto naming of users when they do not share their details. It doesn't seem professional. In-built integration with Whatsapp should be provided in the free version too.

Customers usually come to our knowledgebase for self-service and when they did not find an answer their too, they are now able to directly chat with us with the widget we have added. Previously, customers may drop out loosing interest if they did not find what they are looking for.

I like that it shows me a lot of info about the customers in one place, even their location, previous conversations that get appended. It inmediately shows the qualification the customer gave and a comment if the write one.

It shows the previous conversations up and down, so it covers too much space in my screen and slows down my work. I think it should transfer also the notes to the tickets in Freshdesk. Sends to many Emails about the chats assigned.

Communicate efficiently with the customers through pictures, files, videochat, etc. I am more productive than when using other similar services. It makes a sound when there is a new message so I can be aware while in other tabs or programs.

API to whatsapps make more traffic, and we can count everything with freshchat.

limited channel to connect to freshchat, we have marketplace chat but cannot connect, please to add this feature :)

we can count everything start with time,quantity,quality and interaction detail

The ease of using Freshchat is superb. There's no comparison to the user friendly interface! Ias someone who has worked in live chat for several years, Freshchat is one of the platforms that I give a mostly positive score to.

My only complaint about Freshchat is that the notifications are spotty, at best. I won't always receive a ding when a new message comes in, which is a pain when I'm working on several projects at once.

We are providing fast, efficient customer support to our wide variety of clients. It's helping resolve issues faster and taking some of the weight off of our email support team.

el sistema es versatil y eficaz, permite integrar chatbots con consultas via api externas que hemos integrado directamente con nuestra Knoledge base para devolver nosotros las respuestas más adecuadas.

el soporte que nos proporcionan los desarrolladores es bastante leve, la verdad que es algo desesperante llegar a solucionar ciertas cosas o cuestiones que son algo más que una simple duda.

Es nuestro canal de soporte principal dentro de la compañía lo hemos integrado además con freshdesk y estamos muy contentos con la integración completa de la suite freshworks.

The features are accessible for the new beginner; canned response is very useful! Dashboard is very excellent, we can see the live report and check specific chat groups by filtering. The analytics is beneficial to see the trends so we can set our staff up with another assignment!

Facebook Messenger is only for 1 (one) account; for the holding company consists of many entities with different Facebook accounts, it is not being accommodated. The chat BOT is very expensive!

Airlines are having a dynamic change regarding departure timings; Freshchat can help us accommodate the information and support our passengers to have expected departures by using our customer support channel. Most importantly, we can serve all our customers by completing the chat queues!

I like the easy integration between othe Fresh suite softwares. It's quiet easy to get it seamlessly integrated, but a little tricky to integrate outside of their eco system.

Interface was old but I believe they're responding to the mutilate user requests they received. The Admin Dashboard needed some additional shortcuts for better ux, but overall good.

Providing live agents to support our online customer.

Canned Responses Display Picture with designation Shortcuts

Resolved chats page refreshed every now and then

Supporting customers Marketing with the users

Top features of Freshchat: - Intelli-assign - Canned Responses - Assignment Rules

Can improve: - Bots - More automation with easier configurations

Freshchat helped save agent time by asking lead questions via bot flow automation, thus improving productivity. Assignment rules & Chat groups helped automation

its easy to integrate with my web channel, and we wanted Agent-like, automated behavior to get started to provide the initial support query. Our developer worked with the FreshChat team ( there were some initial API issues); however it worked seamlessly.

when we are working with the API integration, we were stuck with the issues; the support turn around from Freshchat took some time unexpectedly. It later sorted with relationship manager as we were doing initial POC

it was helping us to take the primary support query use-cases before we bring the agent to step in further. The handover were very seamless and the ui was very intuitive. Post the data reports also very useful.

Embedding the FAQs into the welcome page reduces inquiry volume. Canned responses provide better first and average response time. You can see which page of your website does customer on while he or she messages you.

Freddy artificial intelligence bot is very difficult to understand. Before it, the regular bot was too easy to build and use. However, Freddy requires more coding.

Some customers do not want to wait for an email and some do not want to call and talk to the representatives. The live chat is an interim solution to help customers.

The Freshdesk Messaging is very easy to learn and use, the design is very simple yet it is also complex. The tools that we're using are both Freshdesk and Freshchat. Working in this industry I've had many experiences using the different messaging systems and Freshchat is my most liked so far. There's no training needed to use this software, it's pretty much straightforward.

I guess the least likable in Freshdesk is the reporting statistics. It could've been better if there are other data available like Statistics for the whole team and not just for individual agents. Also, it's better if the system does not automatically count the chats that were "resolved/create a ticket" without us sending a message as resolved chat for each individual agent.

We had some problems before regarding the automatic assigning the chat to a specific agent but it was easily resolved by one of the support in Freshchat. She scheduled a zoom call just to assist any of our inquiries which is great. This is the first time I've experienced support that was sincerely wanting to help.

This software is well built and very complete, it meets all the basic requirements, its user interface is simple and easy to understand, it provides an excellent context of the client's profile which allows the experienced team to make the job much easier. You can easily access the tool and make some changes. Their customer service agents are beneficial, friendly, and knowledgeable; they always make sure you get all the assistance you need before the end of the chat.

Automation is limited to a couple of available options, and they are not scalable. There are no expandable criteria.

Freshdesk has allowed me to completely overhaul the system, work more efficiently and respond to our customers quickly while allowing me more self-help options. Extremely useful as it provides the right and adequate tools to manage my CRM system, to keep better control over potential and regular customers, as well as to be able to assist them, attend to their requests and concerns.